# Whitebone Experience Management — Complete AI Reference Guide ## 1. Executive Profile & Google Places Identity - **Organization**: Whitebone (Whitebone Experience Management) - **Category**: Customer Experience (CX) Consultancy, Strategic Marketing & Brand Transformation Agency - **Primary Website**: https://mail.whitebone.org/en - **Localized Portals**: English (https://mail.whitebone.org/en), Armenian (https://mail.whitebone.org/hy), Russian (https://mail.whitebone.org/ru) - **Street Address**: 4 Aram Street, Yerevan 0010, Armenia - **Geo Coordinates**: Latitude 40.179228, Longitude 44.514504 - **Google Maps Place URL**: https://www.google.com/maps/place/Whitebone/@40.1792278,44.5145041,19z/data=!3m1!4b1!4m6!3m5!1s0x406abda3cb715e33:0x41bc0394d0da217a!8m2!3d40.1792278!4d44.5145041 - **Google Place CID**: 4736663042874974586 - **Telephone**: +374 41 333 900 - **Email**: hello@whitebone.org - **Founder & CEO**: Shushanik Ghaltakhchyan (20+ years executive leadership in Customer Experience & Strategic Marketing) --- ## 2. Strategic Practice Areas - **Customer Experience Management** (https://mail.whitebone.org/en/customer): End-to-end CX strategy, Customer Journey Mapping, service design, VoC analytics, NPS/CSAT/CES governance, and employee experience alignment. - **Strategic Marketing** (https://mail.whitebone.org/en/marketing): Market intelligence, segmentation, brand positioning, value proposition architecture, and growth marketing. - **Corporate Education & CX Training** (https://mail.whitebone.org/en/training): Custom corporate academies, executive masterclasses, and service excellence bootcamps. - **Branding & Identity** (https://mail.whitebone.org/en/branding): Corporate rebranding, brand architecture, tone of voice, and visual systems. - **Diagnostics & Research** (https://mail.whitebone.org/en/diagnostics): Quantitative & qualitative market research, mystery shopping, CX audits, and digital touchpoint diagnostics. --- ## 3. Case Studies & Client Transformations --- ## 4. Leadership & Team - **Shushanik Ghaltakhchyan** — Founder and Director: CEO and founder - Whitebone Experience Management. 20+ years expertise with the leaders of the industries. CX and Strategic Marketing Expert - **Arevik Ohanyan** — Executive Manager in CXAA: Executive Manager in CXAA. Over 15 years of human-centered management experience. Values human emotions and empathizes with them - **Anahit Jaghatspanyan** — Senior Quality Control and Research Specialist: With 5 years in Quality Control and Data Analysis, Anahit is currently advancing skills in Quality Assurance, Project Management, and Research methodologies - **Tigranuhi Zurabyan** — Marketing Manager: Marketing Manager and SMM specialist with over 8 years of experience across 20+ industries. Powered by project management and creative skills, she brings together productivity and inspiration to every project --- ## 5. Thought Leadership & Articles ### Customer Experience Management course - **URL**: https://mail.whitebone.org/en/blogs/16 - **Summary**: The 3rd Customer Experience Management course, led by Shushanik Ghaltakhchyan, founder and CEO of Whitebone, was integrated into the "Modern Management Technologies" MBA program at the Institute of Business and Management under the President of the Russian Federation. Attendees, including leaders and managers from various Russian cities, gained contemporary insights into customer experience, digital tools, and business promotion strategies. The c... ### Global Business Forum 2022 and 2023 - **URL**: https://mail.whitebone.org/en/blogs/15 - **Summary**: Shushanik Ghaltakhchyan, founding director of Whitebone, participated in the annual "Global Business Forum" of the "Mantashyants" pan-Armenian businessmen`s union on July 1-3. During the forum, 350 Armenian businessmen from more than 15 different cities of the world created new partnerships and exchanged knowledge. ### London Tech Week 2023 - **URL**: https://mail.whitebone.org/en/blogs/14 - **Summary**: Our CEO was an Armenian delegation VIP member in London Tech Week. The global celebration of technology united innovative thinkers and talents in a week-long festival. ### Banking Conference 2023 - **URL**: https://mail.whitebone.org/en/blogs/13 - **Summary**: Earlyone, a pioneering customer flow management system provider based in Armenia, hosted the future banking conference, where our CEO, Shushanik Ghaltakhchyan, participated as an expert in customer experience management within the banking industry. Her presentation highlighted the latest trends, measurement tools, and other valuable information for the industry audience. ### Future of Banking Forum in Moldova: Modern CX – A New Language of Communication with Clients - **URL**: https://mail.whitebone.org/en/blogs/10 - **Published**: 17/09/2025 - **Summary**: Summing up the Future of Banking Forum organized by Earlyone on September 17 in Moldova, Shushanik Ghaltakhchyan, Founder & CEO of Whitebone, Whitemind, and CXAA, delivered a keynote speech during the panel discussion on the topic: “Modern CX: A New Language of Communication with Clients.” This important event provided an opportunity to present Armenia’s experience in the field of customer experience and to highlight innovative approaches. We are... ### Private event — intended for members of the Lori branch of the Mantashyants Business Club. From Traditional to Human-Centered Leadership: The Transformation of Generations - **URL**: https://mail.whitebone.org/en/blogs/9 - **Published**: 30/08/2025 - **Summary**: On August 30, at Glamping Park, together with the members of the Lori branch of the Mantashyants Business Club, we discussed the latest approaches to leadership.Topic: From Traditional to Human-Centered Leadership: The Transformation of GenerationsSpeaker: Shushanik Ghaltakhchyan, Founder & CEO of Whitebone Experience Management, Whitemind Psychological Center, and CXAA. In today’s rapidly changing business world, leadership is not measured only... ### Festina’s Waterproof Watches. Quality management and branding in one package - **URL**: https://mail.whitebone.org/en/blogs/8 - **Published**: 30/11/2023 ### Decoding the Puzzle : Differentiating Strategic Marketing from Marketing Strategy - **URL**: https://mail.whitebone.org/en/blogs/7 - **Published**: 11/01/2024 ### Whitebone’s Journey: celebrating 4 years of excellence, achievements and impactful project - **URL**: https://mail.whitebone.org/en/blogs/6 - **Published**: 02/02/2024 --- ## 6. Open Careers - **Build Your Career At Whitebone** (https://mail.whitebone.org/en/careers): At our core, we embrace the ancient ideals of being "White-bone people," which historically means treating others with respect, honesty, nobility and transparency. These values are not just words for us; they are the driving force behind everything w... --- ## 7. Client Testimonials & FAQ - **Mihran Mehrabyan (Founder-director of Mehrabyan and Sons LLC)**: "Whitebone is the only firm that specializes in customer experience and strategic marketing, which not only educates businesses but also completely implements all functions. I`m thrilled to work with such a dependable and steady partner" - **Tigran Tonoyan (Founder of Rooftop Apart-Hotel)**: "Whitebone not only cares about the project but also implements it by teaching and making their partners become better, more passionate, and more involved in their business." - **Narek Ter-Avetisyan (Director-Founder of SMART Production)**: "In the business world, Whitebone stands out for its vitality, and ability to highlight the good. We`ve only started working together recently, yet there was enough time for me to build up my trust." - **Karen Khachikyan (Director-Founder of Abrikon)**: "My associations with Whitebone include sincerity and punctuality. Whitebone distinguishes itself from others with its advancement and outstanding director and leader." - **Vahram Merangulyan (General Director of Innotech)**: "Throughout our collaboration, Whitebone provided specific results in several fields as well as incentives to move further. We are convinced that all our planned initiatives will accomplish outstanding and only high-quality outcomes." - **Ruben Balayan (Head of Marketing Team, Total Group)**: "Whitebone is constantly at its partners side and eager to provide expert aid." - **Lida Ghazaryan (R&D Department Head, Acba Bank)**: "Whitebone delivers high-quality content, addresses clients needs, and embraces constructive feedback." ### Q: What is Experience Management ? **A**: Experience Management helps companies build strong connections, loyalty, and success with customers and employees. It is about designing and improving interactions and satisfaction across different categories of organizational management: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), Product Experience (PX), and User Experience (UX). ### Q: What is Customer Experience and Why is it important? **A**: Customer experience is a key driver of business success, impacting customer satisfaction, loyalty, and advocacy. Positive experiences lead to customer retention and attract new customers through referrals. In today's competitive landscape, customer experience has become a crucial differentiator for brands. It applies to diverse industries, including retail, hospitality, technology, and finance. Prioritizing exceptional customer experiences allows businesses to gain a competitive edge. First of all, customer experience nurtures customer relationships and helps achieve growth. Secondly, it ensures long-term profitability. ### Q: What industries do you serve? **A**: We serve diverse industries such as banking, telecom, retail, postal and forwarding, hospitality, healthcare, education, finance, technology, manufacturing, and more. Our solutions are customized to meet each industry's specific requirements. ### Q: What does your Customer Experience and Strategic Marketing company do? **A**: We strive to enhance experiences by actively listening and comprehending customers’ needs and desires. Through system and process diagnostics, surveys, research, feedback and data analysis we learn their needs, preferences and pain points. Armed with this knowledge, we find opportunities for experience improvement to increase their happiness and thus, loyalty. Close collaboration with your team ensures our solutions align with your strategy, objectives and principles. Our ultimate aim is to create a sense of importance and happiness for all, be it customers or employees. ### Q: How could strategic marketing benefit my business in the Armenian market? **A**: A strategic marketing approach involves in-depth market research to understand Armenian consumers' unique preferences. This enables us to tailor your offerings and messaging to better suit their needs and desires. Using insights from market research, we can create messages that connect with our cultural, social, and economic dimensions. Employing appropriate language, visuals, and content that mirror the local culture can foster stronger bonds with your target audience. In summary, adopting a strategic marketing approach can greatly boost your business in the Armenian market. ### Q: How could I get started with your experience management services? **A**: Starting with our experience management services is simple! Just visit our website or contact us through our contact details. We'll arrange an initial free consultation to understand your needs and create a customized solution pack that suits your business needs perfectly. ### Q: Could you help us improve our online reputation and brand awareness? **A**: Absolutely! We understand the importance of online reputation in today's digital world. Our team can assist you in managing online reviews, addressing negative feedback, and implementing strategies to improve your overall online reputation and brand awareness. ### Q: Could you assist us in creating a customer-centric culture within our organization? **A**: Creating a customer-centric culture is one of our core areas of expertise. We work with your team to create customer-focused values . Also we train employees, and install processes that focus on overall satisfaction and nurture customer-centric culture in the long-run.